miriam njeri kamundi

My expertise lies in serving as the first point of contact for customers, representing the company and maintaining a high level of visibility. I have proven to be highly successful at selling services and/or products, ensuring superior customer relations and providing outstanding service to existing and potential customers, cross-selling, answering questions related to the product or service in an aim to win customers. Furthermore, my ability to effectively interact with a wide range of diverse cultures and personalities is an added advantage.

Having 5 cumulatively years of proven experience offering customer service in various capacities, I am confident that the skills I have developed in my experience align with the job requirements. During my career, I have been able to deliver comprehensive information to customers on services and products, generated sales, engaged customers with an aim to convince them to buy a product or service and held successful marketing and advertising campaigns.

Throughout my career, I have consistently ensured all key performance metrics are achieved. I've been able to do this by identifying areas for development to ensure continuous improvement, continuously assessing the technical competence of the team, taking steps to develop their knowledge and skills for effective service delivery, and ensuring the Call Centre adheres to the defined CX Vision, and service standards and maintains high-level performance.  Moreover, I am competent in ensuring brand standards and conformity to company policies and procedures to continuously improve the customer experience, able to remain calm under pressure, and understand customer needs to come up with new ideas for customer satisfaction.

In my current position as the Head of Call Center at SkyGarden, I am responsible for developing objectives for the call center’s day-to-day activities and conducting effective resource planning to maximize productivity. I also train new agents and conduct both inbound and outbound call analysis to ensure quality and company processes and procedures are being followed. I also handle escalated issues from all our stake holders: merchants, customers and courier partners.

Diploma in ITR and Entrepreneurship